Marcos Gonzalez Bernal, Rosa Elvira Lillo, Pepa Ramirez -Cobo
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Call center data modeling: a queueing science approach based on Markovian arrival process
In this paper we analyze the well-known ‘Anonymous bank’ call center dataset from a queueing science viewpoint. For this purpose, fitted distributions for both the inter-arrival and service times a...
期刊介绍：
Quality Technology and Quantitative Management is an international refereed journal publishing original work in quality, reliability, queuing service systems, applied statistics (including methodology, data analysis, simulation), and their applications in business and industrial management. The journal publishes both theoretical and applied research articles using statistical methods or presenting new results, which solve or have the potential to solve real-world management problems.
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